CUSTOMER INTELLIGENCE AND ANALYSIS

TANMAY JAUHARY 08BS0003590

What it is?
• Process of gathering and analyzing information of customers. • • Objective is to strengthen relationship with customer • • Applied in industrial market and customized segments etc.

FRAMEWORK
People
Customer Profiling Customer segments Customer Capability Purchase Behavior

Process

Customer intelligence

System Development of Business Strategy CUSTOMER DNA

TOOLS FOR THE ANALYSIS
• Personal interaction • In depth interviews • Focus group studies • Trend analysis • Decile analysis •

CUSTOMER DNA
• Profiling of customer. • Better understanding of
ØCustomer’s requirement ØPurchase decisions and trends ØProfitability of customer Ø

• Analyze factors to improve customer retention and loyalty
Ø

IMPORTANCE OF CUSTOMER INTELLIGENCE
SELLER CENTRIC BUYER CENTRIC

mization of efficiency, productivity, andValue maximization from the buyer’s point of view corporate assets

s customer feeling no value addition. Offer, that are unique to buyer’s individual characteris

ANALYSIS OF CUSTOMER INTELLIGENCE
• Identification of profitable customers. • Segmentation of market as per the profitability. • Strategy to maximize profitability from middle range of customer. • •

APPLICATION OF CUSTOMER ANALYSIS
• • • • Customer Customer Customer Customer acquisition cross sell up sell retention

Thank You !

Sign up to vote on this title
UsefulNot useful